A real-time summary of all open disputes across the team — showing active counts, total value in dispute, resolution rate, workflow progress, ageing distribution, and priority breakdown.
Overview
The Dispute Dashboard is the starting point for daily disputes management. It shows how many disputes are active, how much money is tied up, how quickly disputes are being resolved, and which disputes need immediate attention. Use the Team Member filter to scope the view to a single handler, or leave it on Everyone to see the full team picture. Click any metric card to navigate directly to a filtered All Disputes list.
Key Features
Feature | Description |
KPI Metric Cards | Four cards — Active Disputes, Amount in Dispute, Average Resolution Time, and Resolution Rate — each clickable to navigate to a filtered disputes list. |
Team Member Filter | Scope all panels to a specific handler. Your selection persists across page refreshes via local storage. |
Avg Workflow Progress Card | Shows the mean percentage completion of all active disputes across their configured workflow levels. |
Dispute Ageing Panel | Breaks active disputes into four ageing buckets — 0-7, 8-14, 15-30, and 31+ days. |
Priority Disputes Panel | Lists the highest-priority open disputes with ID, customer, dispute type, priority badge, status badge, amount, days open, and a workflow progress bar. Click any row to open the dispute detail. |
Disputes by Priority Panel | Shows count and total value for each priority level: Critical, High, Medium, Low. |
Common Dispute Types Panel | Ranks dispute categories by frequency with a proportional bar chart. |
View All Disputes Button | Opens the All Disputes page without any pre-set filter. |
Collapsible Panels | Each lower panel can be collapsed using the chevron button in its header. |
Sections & Fields
Field | Description |
Active Disputes card | Count of all open disputes. Shows "X overdue" below if any exist, or "X due soon" if overdue count is zero. Clicking navigates to All Disputes filtered to overdue (if any exist) or the full list. |
Amount in Dispute card | Sum of disputed amounts across all active disputes in the filtered scope (e.g. GBP42.3K). |
Avg Resolution Time card | Mean number of days from creation to resolution for disputes resolved within the selected scope. Shows N/A if no disputes have been resolved yet. |
Resolution Rate card | Percentage of disputes resolved compared to total disputes raised. Clicking navigates to All Disputes filtered to Resolved status. |
Team Member filter | Dropdown in the page header. Defaults to Everyone. Select an individual to scope all four KPI cards and all lower panels. |
Avg Workflow Progress card | Percentage figure and progress bar representing the average completion level across all active disputes' workflow stages. |
Dispute Ageing panel | Four rows — 0-7 days, 8-14 days, 15-30 days, 31+ days — each showing the count of active disputes in that age bracket. The 31+ row is highlighted in red. |
Priority Disputes panel | Scrollable list of the top priority open disputes. Each card shows: dispute ID, priority badge (Critical/High/Medium/Low), derived status badge, amount, customer name, dispute type, days open, and a workflow progress bar. |
Dispute ID | Unique identifier. Click the row to open the dispute detail page. |
Priority badge | Critical (red), High (orange), Medium (blue), Low (grey). Drives the left border colour of each dispute card. |
Derived Status badge | Calculated from the dispute's current workflow level, total levels, close reason, and status field. |
Days Open | Number of calendar days since the dispute was created. |
Workflow Progress bar | Shows Level X of Y with a proportional fill bar. |
Disputes by Priority panel | Four rows — Critical, High, Medium, Low — each showing dispute count and total value. |
Common Dispute Types panel | Ranks dispute categories by frequency. Each row shows the category name, count, and a proportional fill bar. |
View All Disputes button | Fixed button in the page header. Navigates to All Disputes with no pre-applied filters. |
Collapse / Expand chevron | Each lower panel has a chevron button in its header to collapse the panel body. |
User Guide
Getting Started
Navigate to Disputes > Dashboard. The page loads automatically scoped to Everyone. If you only manage your own disputes, use the Team Member filter to scope it to yourself before reviewing any of the panels. No configuration is required before using the page.
How do I check the current dispute position?
Read the four KPI cards across the top of the page — Active Disputes, Amount in Dispute, Avg Resolution Time, and Resolution Rate.
Note: The KPI cards always reflect the current filtered scope.
Check the Dispute Ageing panel to see how many disputes are in the 31+ day bucket.
Tip: Any count in the 31+ row warrants immediate attention — these disputes have likely exceeded their resolution target.
Review the Priority Disputes panel to see which open disputes are ranked Critical or High.
How do I scope the dashboard to a specific team member?
Click the Team Member dropdown in the top-right area of the page header.
Select the handler's name from the list.
Note: Your selection is saved in local storage. Click the dropdown again and select Everyone to reset.
All four KPI cards, the Ageing panel, and the Priority Disputes panel will refresh to show only that handler's disputes.
Tip: This is useful during a one-to-one review with a team member — scope the dashboard to them before the meeting.
How do I navigate from a KPI card to the underlying disputes?
Click Active Disputes to open All Disputes. If any disputes are overdue, the page opens pre-filtered to overdue disputes only.
Click Amount in Dispute to open All Disputes with no pre-set filter.
Click Avg Resolution Time or Resolution Rate to open All Disputes filtered to Resolved status.
Use the Back button in your browser to return to the dashboard.
Tip: The View All Disputes button always opens All Disputes without any filter — use it when you want to start from the full unfiltered list.
How do I open a specific dispute from the Priority Disputes panel?
Scroll down to the Priority Disputes Requiring Attention panel.
Locate the dispute by its ID, customer name, priority badge, or amount.
Click anywhere on the dispute card to open the dispute detail page.
Note: The panel shows the top disputes ranked by priority. If you need to find a dispute not in this list, use All Disputes and apply filters there.
How do I read the Dispute Ageing panel?
Scroll to the Workflow & Ageing Insights section.
Read each row — 0-7 days, 8-14 days, 15-30 days, 31+ days — and note the count beside each.
Pay particular attention to the 31+ row, shown in red.
Note: Target resolution times for each dispute type are configured in Settings > Dispute Types. The ageing panel shows calendar age only.
Click the Active Disputes KPI card to drill into the full list and sort by Days Open descending to identify the oldest disputes.
How do I collapse a panel I do not need?
Click the chevron button (up/down arrow) in the top-right corner of any lower panel header.
The panel body collapses, leaving just the header visible.
Click the chevron again to expand it.
Note: Collapsed state is not persisted — panels return to their expanded state when you reload the page.
Pro Tips
Set the Team Member filter to your own name at the start of each day to get a personal view of your disputes workload before switching to Everyone for the team overview.
A Resolution Rate below 70% over a sustained period usually means disputes are not being closed after resolution — check whether handlers are updating status to Closed once a dispute is settled.
Use the Common Dispute Types panel weekly — if one type is growing disproportionately, it is worth investigating whether a process or product issue is generating repeat disputes.
The Avg Workflow Progress card is most useful when compared week-on-week: if the percentage is stagnant while active count is stable, disputes may be stalling at a specific workflow stage.
FAQ
What does the Active Disputes count include? All disputes that are not in a Resolved or Closed status. New disputes and disputes In Progress are both counted.
What does the Resolution Rate percentage measure? Number of disputes marked Resolved or Closed divided by the total number of disputes ever raised. A higher rate indicates a larger proportion have been successfully resolved.
What does Avg Workflow Progress mean? Each dispute type has a configured workflow with a set number of levels. Avg Workflow Progress is the mean of (current level / total levels × 100) across all active disputes.
What does the Derived Status badge on each dispute card mean? The derived status is calculated from the dispute's current workflow level, total levels, close reason, and status field. New = just raised. In Progress = being worked. Resolved = settled. Closed = finalised.
How do I filter the Priority Disputes panel to show only Critical disputes? The Priority Disputes panel cannot be filtered independently. Click the Active Disputes KPI card to open All Disputes and apply the Priority filter there.
Why does the Avg Resolution Time show N/A? Calculated from disputes that have been resolved. If no disputes have been resolved yet within the current filter scope, there is no data to calculate an average.
Can I export the Dispute Dashboard data? The dashboard itself does not have an export button. Navigate to All Disputes using the View All Disputes button and use the Export function there.
What does the left border colour on each dispute card mean? The left border colour matches the dispute's priority: red for Critical, orange for High, grey for Medium, and light grey for Low.